How do I make a complaint?

Complaints Relating To Claims

If your complaint relates to a claim, please follow the instructions outlined in your insurance Policy Booklet. Details on how to view your Policy Booklet can be found here. 

Complaints Not Relating To Claims

We realise that things can occasionally go wrong and you may feel we have not provided the service you expect. If you feel this is the case with any aspect of our service, other than in relation to a claim, please send full details of the problem to complaints.uk@visicover.com.

If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the issue. You will receive an acknowledgement, together with a copy of our complaints process promptly and certainly within 5 working days. We will then aim to investigate and provide a resolution as quickly as possible, informing you of the position at no later than 4 weeks and a final response no later than 8 weeks.

If you are not happy with our response, or the position after a period of 8 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.

The FOS Consumer Helpline is on 0800 023 4567 (free for people phoning from a "fixed line" such as a home landline) or 0300 123 9123 (free for mobile-phone users paying monthly charge for calls to numbers starting 01 or 020). Their address is: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR while their website may be found at www.financial-ombudsman.org.uk.

A full copy of our complaints procedure is available on request.